Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** ****** confirmed that these wheels will fit my car (see his email stating such), but when I mounted them, they do not fit the front wheels.He stated that there is "not much we can do".The business sold me a product that is incompatible and refuses to take responsiblity for this, leaving me with a $1500 bill for a useless product.

  Business Response

  Date: 04/12/2024

  Dear Better Business Bureau,
  Thank you for reaching out regarding the complaint filed by Mr. ******** ****. We take all customer feedback seriously and strive to provide the best solutions possible.

  
  We understand Mr. ****** disappointment that the wheels did not fit on his vehicle. However, we would like to clarify a few important details that we believe were not fully understood:

  
  Fitment Testing: We highly recommend testing the wheels on both the front and rear of the vehicle before mounting tires. This is especially critical for newer vehicle models with low sales volumes, as fitment data provided by wheel manufacturers may sometimes be slightly off due to slight margin discrepancies.

  
  Clear Return Policy: Our product packaging clearly states that if tires are mounted onto the wheels, they are non-returnable. This is a standard industry policy followed by all reputable wheel brands. Additionally, this policy was outlined and accepted during the checkout process when Mr. **** placed his order. It can be viewed here ***************************************************
  
  Exceptions / non-returnable items
  Certain types of items cannot be returned. Review different cases
  Installed Parts (Unless Warranty or Defect)
  Mounted Tires
  Mounted Wheels
  Attempted Installation

  
  Offer for a Solution: We understand that this situation is frustrating, and as a gesture of goodwill, we have offered a potential solution by suggesting the use of a small spacer to allow the wheels to fit properly. This is a common practice for resolving fitment issues without the need for a full refund.

  
  We sincerely regret any inconvenience this has caused, but we stand by our return policy and the guidance we provided regarding proper fitment. We hope that Mr. **** will find the spacer solution helpful.
  We are committed to offering excellent customer service, and we are happy to continue working with Mr. **** to resolve this issue to the best of our ability.

  
  Thank you for your understanding and assistance in this matter.

  
  Sincerely,
  ***** ******
  ************

  Customer Answer

  Date: 04/12/2024

  Complaint: 22631481
  
  I am rejecting this response because:

  In Mr. ******** email, which I attached previously, he clearly stated "Yes this is a perfect confirmed fit".

  No where in his email did he say that I should "fit-test" this, or outline the steps I, or any other customer should take after receiving the wheels.

  His statements are contrary - if the wheels require confirmation that they fit a car, he should not state that they are a  "perfect fit". Also, how would i, or any other customer be able to confirm the fit without buying the wheels first?

  What value does his statement that they fit have, if he is not going to stand-by his statement?

  It is regreattable that this business refuses to take responsibility for misleading me and providing false information. I am supposed to absorb the cost of approx. $1500 because of statements and information provided that was incorrect. As a business, they should be the experts, and if something does not work out because of false information they provided, they should take responsiblity to correct it. 

  I reject the option of fitting a spacer. This is suboptimal, will change the way the car drives, and no reputatable tire shop will recommend doing this as is potentially dangerous.

  
  Sincerely,
  
  ******** ****

  Customer Answer

  Date: 05/12/2024

  I would like to add that Mr ****** states that it is "standard industry policy followed by all reputable wheel brands"not to refund wheels in the circumstances he outlined, as well as that "this policy was outlined and accepted during the checkout  process" as an explanation why he would not accept a return and refund.

  I am requesting a refund as the product he sold to me was not as he advertised it would be, and not because I had a change of mind. I paid for the product and paid for it in good faith that he was providing me with wheels that fit my car. As they do not, their is a breach of contract in this case.

  Thank-you,

  ******** ****
  

   

   

  Customer Answer

  Date: 06/12/2024

  I will finally add that the "solution" of fitting a spacer offered by Mr ****** is not permitted by ****** (or any other manufacturer for that matter), and will invalidate the warranty on the car suspension. Modifications are not allowed on vehicles that alter moving parts, and expressly on leased vehicles.

  I find it regrettable that Mr. ****** does not assume responsiblity for selling in incorrect product to me. True "excellent customer service" means correcting a mistake that his business made. I see no attempt made to correct his mistake.

  ******** ****
  

  Business Response

  Date: 09/12/2024

  Thank you for your continued communication regarding Mr. ******** ****** complaint. We understand the frustration Mr. **** is experiencing, and we sincerely regret that the wheels did not fit his vehicle as anticipated.

  
  However, we would like to reiterate some important points for clarification:
  Fitment Testing and Industry Practices: As mentioned previously, we always recommend testing wheels for fitment on both the front and rear of the vehicle before mounting tires. This is especially crucial for newer vehicle models with low sales volumes, as fitment data provided by both vehicle and wheel manufacturers may not always be 100% precise due to minor variations. Unfortunately, once tires are mounted onto the wheels, fitment adjustments become much more challenging.

  
  Non-Returnable Policy: Our return policy, which was acknowledged and agreed upon during the checkout process, clearly states that if tires are mounted on the wheels, they are non-returnable. This policy is standard practice across the industry and applies to all wheel brands. Additionally, this information is clearly displayed on the product packaging as well, and we have always maintained transparency with our customers about this.

  
  Resolution Offered: While we understand Mr. ****** desire for a refund, we have already offered an alternative solution to resolve the fitment issue. A small spacer was suggested to ensure the wheels fit properly, which is a common and cost-effective solution for situations like this. This is an option that we believe is fair and reasonable under the circumstances.
  We understand that Mr. **** is unhappy with the situation, but we believe that we have acted in accordance with our policies and have provided a solution that can allow him to use the product. We value our customers and always strive to find fair resolutions, and we hope that Mr. **** will consider the spacer option.

  We appreciate your assistance in working with us to resolve this matter, and we are committed to ensuring that our customers receive the highest level of service.

  Sincerely,
  ***** ******

  Customer Answer

  Date: 11/12/2024

  Complaint: 22631481
  
  I am rejecting this response because: his reponse provided nothing more than a reiteration and rehash of what was said previously, which I rejected as he does not take responsiblity for providing me with incorrect information regarding the fitment of the wheels he sold me.

   

  The business owner told me the wheels he sold me fit my car, but they do not.  He refused to accept responsbilty for selling me a product that is incompatible and is blaming the victim (me) for this.
  
  
  Sincerely,
  
  ******** ****